When Appointments Collide

(We are a collision repair facility, and there is another collision repair facility about a mile up the street. I am the office manager, and I get a phone call.)

Caller: “I need to find out when my appointment to get my car repaired is.”

Me: *after checking our computer system* “I’m sorry, I can’t find you anywhere in our system. Are you sure you had an appointment at this location?”

Caller: “Yes, I do have an appointment, and it’s unacceptable that you have lost my appointment! If you are this incompetent in making my appointment, how can you repair my car?”

Me: “I’m sorry, sir; I will check into this, and call you right back.”

(I call the other repair facility down the road and find that the caller has an appointment there the next day.)

Me: *calling the customer back* “Sir, I have checked, and you have an appointment at [Competitor] tomorrow at 10:00 am. I have confirmed your appointment. Here is their phone number.”

Caller: *click*